The 16 Best Customer Success Software In 2024

It's no secret that delivering a fantastic customer experience pays off. Just look at these stats - 86% of customers are willing to pay more for great service, and over 70% of businesses are making customer experience their top priority.

But did you know that customer success overall drives up to 50% of a company's growth?

Now, that's a figure worth paying attention to.

Just imagine if you had a secret weapon to proactively address customer needs before they become issues. A tool to provide your customers with an experience so outstanding it blows them away. Well, that secret weapon exists — it's called customer success software!

These ingenious programs are revolutionizing how companies interact with and support their customers. Instead of reacting to problems, customer success software lets you predict needs and prevent churn. It's the key to building real, lasting relationships in 2024 and beyond.

But with the swarm of options out there, how do you even begin to choose?

Don't worry; we've got you covered. We researched the top-rated customer success software on the market today. We're breaking down the pros and cons of each so you can find the perfect fit for your business.

Get ready to wow your customers and take retention to new heights. Here are our top picks for the 16 best customer success software tools for 2024!

What is Customer Success Software?

Customer success software is like having your own personal life coach for your clients. But instead of helping your customers stick to their goals, it helps them successfully use your product or service.

These tools go above and beyond conventional CRM systems. CRM software tracks interactions and manages relationships. Important stuff, sure. But customer success software takes it to the next level.

The secret sauce is its proactive approach.

Rather than waiting for problems to pop up, CSM software anticipates customer needs. It identifies potential pain points and friction early on and provides solutions. The goal is to optimize the customer experience and journey within your business ecosystem.

In simple terms, it helps your customers achieve their desired outcomes with your product or service. It removes roadblocks, offers support, and guides them towards success. The result?

Happier customers that stick around longer. And remember, even [a 5% increase in retention can boost profits by up to 75%.

As you can see, if you're looking to boost customer retention and satisfaction, customer success software is a must-have secret weapon for 2024.

What are the Benefits of Using Customer Success Software?

In today's competitive marketplace, businesses continually seek ways to optimize their operations, drive growth, and maximize customer satisfaction. Customer Success Software provides a comprehensive solution that addresses these objectives.

Here, we delve into the key benefits of leveraging these CSM tools to help with your customer success software comparison:

Streamlining Customer Success Processes

Customer Success Software simplifies and automates several business workflows, resulting in streamlined operations.

These success tools use a combination of automation and insight-driven strategies to enhance the efficiency of customer success tasks, reducing manual input and thereby increasing productivity.

Enhancing Customer Communication

Effective communication is key to nurturing strong relationships with customers. With features like personalized messaging, follow-up reminders, and automated responses, customer Success solutions allow businesses to establish and foster meaningful connections with their clientele.

Increasing Customer Retention and Revenue

Increased customer retention often correlates with higher revenue — and here's where customer success software shines. By actively promoting user engagement, delivering top-notch customer support, and enabling upselling or cross-selling opportunities, these tools for customer success boost both retention and revenue.

Improved Customer Engagement

Successful customer engagement is about delivering value. With features like personalized content, automated notifications, and efficient feedback loops, customer success software establishes an active, engaging presence in the customer’s journey.

Data-Driven Decision Making

Harnessing data to drive decisions is a cornerstone of successful customer success strategies. Analytics and reporting features of these tools provide valuable insights into trends, issues, and opportunities that can help shape user-focused strategies.

Scalability and Efficiency

As your business grows, so does the need for systems that can scale without losing efficiency or value. The adaptive nature of customer success software, including facets like user limits, integrations, and customization options, is particularly useful for handling scalability demands.

Efficiency Gains Through Automation

Automation is a game-changer in customer success management. Automated features like rapid onboarding, support ticket management, and instant feedback collection can lead to significant efficiency gains.

Integrations

Interoperability is an essential feature of modern business software. A good customer success system needs to integrate effortlessly with other CSM tools in your tech stack, ensuring data consistency and maximizing operational efficiency.

Really, it’s about red carpet treatment for your customers. Customer success software helps guide them smoothly toward their goals. Plus, when your clients succeed, your business grows. It’s a win-win!

What Can Customer Success Software Help Your Business Achieve?

Customer success software doesn't just strengthen relationships, it unlocks real superpowers that can profoundly impact your business! Here's an overview of the incredible achievements these CS platform tools can empower your company to accomplish:

Achieving Customer Success Milestones

Every business has clearly defined targets that mark progress in customer satisfaction — think faster response times or higher NPS scores. Customer success software acts like a personal trainer, pushing you towards these goals with tracking tools, automated workflows, and actionable insights.

Reducing Customer Churn

Losing customers is a punch in the gut. But, with predictive analytics, these tools identify at-risk accounts accurately. Retention is easy when you can automate relevant check-ins, tutorials, and loyalty perks for customers showing signs of disengagement.

Upselling and Cross-Selling Success

New customers require heavy lifting, but existing ones are ripe for upselling. Help your sales team uncover these golden opportunities with personalized product recommendations and offers based on usage patterns.

Providing All-Star Customer Support

Seamlessly blending customer success and support results in a knockout customer experience. Centralize data and requests on one CS platform to enable efficient, unified service. Who says superheroes have to work alone?

The bottom line is that customer success software equips your business with next-level capabilities to thrive and grow. It's like having a super-powered team member on call 24/7 to unlock your organization's true potential.

How to Choose the Right Customer Success Software Tool

Finding the ideal customer success software for your unique business needs requires carefully weighing a few key factors. Follow this advice to make sure your chosen tool aligns with your company goals and supercharges loyalty.

Key Features and Functionalities

The specific features and capabilities should power your customer success initiatives. Process automation, analytics, and support ticket management are common inclusions. Align these functions with your overall objectives to get the most value.

Industry-Specific Requirements

Every industry has unique priorities. For retail, transaction volume is key. SaaS companies need subscription and renewal management. Seek tools tailored to your niche or with customizable features.

Budget Considerations

Cost plays a role, but balance it with value. Avoid choosing on price alone. Pricier tools may provide ROI through robust features and scalability. But overspending strains resources. Find the sweet spot between features and budget.

When chosen strategically, customer success software becomes an invaluable asset. Ensure yours ticks all the boxes in terms of functionality, industry fit, and value for spend. With the perfect match, you’ll be set up for customer satisfaction success!

Top Rated Customer Success Software Tools of 2024

Keeping customer success at the forefront, let's explore the finest software tools available in 2024 that stand out for their features, user-friendliness, and overall effectiveness in improving customer experiences.

• Fullview
• Churn360
• Product Fruits
• ChurnZero
• Planhat
• Podium
• GuideCX
• Catalyst
• Skilljar
• Totango
• Gainsight
• Custify
• SmartKarrot
• Zendesk
• Intercom
• Salesforce Service Cloud

Fullview

‍

Fullview is a customer success software that aims to empower modern SaaS teams. It specializes in session replays and cobrowsing, giving business insights into customer issues for efficient troubleshooting.

Moreover, it seamlessly integrates with popular platforms like Intercom, Zendesk, and Salesforce.

Features

• Session Replays: Record and watch user sessions to understand customer behavior.
• Cobrowsing: Live calls allow direct interaction with the customer and screen control.
• Troubleshooting: Instant access to console data aids in identifying and resolving user issues.
• Integration: Extensive compatibility with platforms like Intercom, Zendesk, and Salesforce.

Pros

• User-friendly interface, making it easy for teams to monitor customer activities.
• Excellent integration capabilities give a comprehensive view of customer behavior across platforms.
• Cobrowsing can complement your onboarding efforts and act as another tool in that arsenal along with product tours and videos.
• The session replays feature can be a powerful tool for debugging and improving customer experience.

Cons

• Fullview doesn't support mobile devices yet.

Pricing

Fullview Cobrowsing

• Free - $0 (Free Forever)
• Pro - $47 per month
• Enterprise options available

Fullview Sessions Replays

• Free - $0 (Free Forever)
• Pro $71 per month
• Enterprise options available

User Reviews and Ratings

• G2: 4.7/5
• Product Hunt: 5/5
• Software Advice: 5/5

Key positive remarks include efficient replication and understanding of bugs, accelerated problem-solving with cobrowsing, and the value of replays in the industry.

Churn360

Leveraging AI capabilities, Churn360 is exclusively designed for B2B SaaS companies to offer valuable insights that aid in churn reduction.

This tool encompasses many features, from customer segmentation to personalized email campaigns, providing an all-rounded view of customer dynamics.

Features

• 360 View of Customers: Integrate data from various platforms for a comprehensive customer view.
• Customer Segmentation: Group customers based on shared characteristics.
• Health Score: Determine risk factors by evaluating different customer parameters.
• Plays: Convert customer success processes into reusable, repeatable templates.
• Email Campaigns: Personalize and send emails, NPS, CES, and CSAT Surveys to customers.

Pros

• AI capabilities provide powerful insights into customer behavior.
• Offers a vast array of features tailored towards B2B SaaS companies.
• User-friendly and easy-to-navigate interface.

Cons

• The absence of a free plan might be a drawback for some users.
• The dashboards and similar features aren’t customizable.

Pricing

• Startup - $299 per month (billed annually)
• Professional - $599 per month (billed annually)
• Enterprise options available

User Reviews and Ratings

• G2: 4.8/5
• Product Hunt: n/a
• Software Advice: 5/5

There are plenty of good things to say about Churn360, including its ease of use, great workflow (once learned), and great tools. However, there are several claims that the UI is unintuitive in some areas and has several restrictive features, like importing data to start a playbook.

Product Fruits

Product Fruits is an all-in-one user onboarding platform designed to enhance user experience and drive business growth.

With a collection of features ranging from guided tours and tooltips to feedback widgets and native integrations, this solution caters to numerous aspects of user onboarding.

Features

• Guided Tours & Walkthroughs: Take users step-by-step through your application.
• NPS & Surveys: Utilize surveys to gauge loyalty and satisfaction and gather insights.
• Feedback Widget: Simplify bug reporting and feedback submission for users.

Pros

• Comprehensive platform with a wide range of onboarding and interaction features.
• 5-minute installation for quick deployment.
• Customizable native integrations with popular CRM, data, and analytics platforms.
• GDPR compliant, ensuring user data privacy protection.

Cons

• A lot of the app needs updating and feels quite dated compared to other platforms and tools
• Lack of indication regarding external integrations and lack of customizable features may be a potential downside.

Pricing

• Core - $89 per month
• Boost - $149 per month
• Enterprise options available

Product Fruits offers a 14-day free trial without needing a credit card.

User Reviews and Ratings

• G2: 4.7/5
• Product Hunt: 5/5
• Software Advice: 4.8/5

People love that Product Fruits is a no-code option that allows user onboarding at scale with plenty of powerful features. However, the UI can be frustrating at times, and there are several bugs and hiccups that can hinder the quality of the experience.

ChurnZero

ChurnZero is a state-of-the-art, AI-infused Customer Success Software with automation, in-app communications, and predictive customer insights. Focused on enhancing customer retention and preventing churn, ChurnZero offers comprehensive information and insights about customers to empower businesses.

Features

• Customer Health Scores: Evaluate customer health through various parametric insights.
• Customer Journeys: Track the complete user journey for insightful analytics.
• Plays & Automation: Personalize and streamline engagement processes.
• Surveys: Collect customer feedback and insights effectively.

Pros

• Emphasizes reducing churn and boosting customer retention.
• In-app communications enhance real-time user engagement.
• Offers upfront customer insights to help predict revenue and churn risks.
• Rich feature set helps businesses stay proactive and responsive.

Cons

• Comprehensive range of features may necessitate a learning curve for new users
• The user experience still feels like it needs some updating
• Detailed pricing plans are not readily available on the site.

Pricing

ChurnZero doesn't offer an upfront pricing model; users need to book a demo to learn more about the pricing and product details.

User Reviews and Ratings

• G2: 4.7/5
• Product Hunt: n/a
• Software Advice: 4.7/5

There are tons of great reviews around ChurnZero, stating just how powerful and feature-rich it is. However, there are reports of it being a bit clunky, It also takes a lot of time to learn how to master properly, and has a bit of a slow onboarding process.

Basically, if you put a lot of time and energy into it, it can be rewarding.

Planhat

Planhat is a modern and sophisticated customer success platform offering tools to manage, monitor, and measure customer success across various touchpoints. As a comprehensive platform, it combines features like customer success workflows, automation, health scoring, data action, insights, and more.

Features

• Data: Brings together all customer data for an actionable, accessible, and secure 360-degree view.
• Automation & Integrations: No-code way of building everything from simple time-saving triggers & alerts to custom bots & integrations.
• Workflow: Allows anyone to build connected journeys that combine classical task management with data-driven conditional sequencing.
• Presentation: Uses the simplicity and storylining ability of slides and the analytics power of a BI tool – all shareable with customers via the Portal.

Pros

• Proven track record with top companies.
• Comprehensive customer success tools, including automation, workflows, and presentation capabilities.
• Allows for a centralized view of customer data.

Cons

• With an enormous range of features, there might be a slight learning curve for new users.
• Some features are not easily accessible and take a few clicks to get to, which can feel very time-consuming

Pricing

Pricing information is not provided directly on their website. You’ll need to contact sales to get a quote, no matter what size business you are.

User Reviews and Ratings

• G2: 4.6/5
• Product Hunt: n/a
• Software Advice: 4.7/5

Based on the reviews shared on their website, Planhat is well-received by its users for its automation and task management capabilities. However, for more unbiased and wide-ranging reviews and ratings, potential users are advised to refer to popular software review platforms.

Podium

Podium is a versatile customer interaction platform that allows businesses to convert and manage leads efficiently. By leveraging AI technology and seamless integration with various existing tools, it helps convert leads into sales, enhance online reputation, and improve customer engagement.

Features

• Reviews: Elevate your online presence with improved customer reviews.
• All Channels: Text, inbox, and phone marketing all in one.
• Contacts: Monitor every customer interaction.
• Payments: Simplify payment processes for Podium users.

Pros

• Offers a suite of customer interaction tools to help increase business leads and sales.
• AI technology on the platform can benefit customer engagement.
• Provides variety in client interaction methods, including reviews, chat, text marketing, and calling.

Cons

• The biggest downside is the lack of comprehensive support and customer service
• Feels very slow to use and not as user-friendly as it could be

Pricing

• Essentials - $249 per month
• Standard - $409 per month
• Professional - $599 per month

There is a free demo version available to try.

User Reviews & Ratings

• G2: 4.7/5
• Product Hunt: n/a
• Software Advice: 4.3/5

The platform boasts its usage by over 100,000 businesses daily, which showcases just how popular it and its features are. Many praise it for offering state-of-the-art features and tech before many competitors do.

However, being at the forefront does have drawbacks, namely how expensive it is and how slow and unhelpful the customer service and support teams can be.

It all depends on whether the solution is right for your business or not.

GuideCX

GuideCX is a comprehensive solution for managing customer onboarding and collaboration. With a comprehensive set of tools, GuideCX helps businesses optimize onboarding processes, boost efficiency, and facilitate better engagement for long-term retention and growth.

Features

• Customer Engagement: Facilitates enhanced collaborations with customers and third parties on a single platform.
• Project Visibility: Provides accurate project forecasting and tracking.
• Accelerated Time to First Value: Aims to reduce onboarding time while ensuring a consistent customer experience.

Pros

• Provides a frictionless experience that helps teams and customers work better together.
• Offers tools, insights, and automation to optimize onboarding processes and deliver a stellar experience efficiently.
• Integrates seamlessly with existing tools and systems, which allows for efficient data exchange and reduces customer manual efforts.

Cons

• Some of the features feel buggy and underdeveloped and they feel as though they need some more work.
• Some more flexibility would be great, for example, pop-out windows and tabs.

Pricing

GuideCX doesn't present its pricing on the website. For more information regarding their pricing structures, potential users should contact them directly.

User Reviews and Ratings

• G2: 4.7/5
• Product Hunt: 4.3/5
• Software Advice: 4.7/5

GuideCX doesn't provide direct user reviews and ratings on its website, but it claims to be a leader in the client onboarding software category.

Customers appreciate its service and how it facilitates customer engagement and specializes in customer onboarding, task management, workflow management, and project management.

That said, customers report that some features are buggy or feel underdeveloped. Whenever you upload something, you also need to save, which can be brutal if you’re not careful.

Catalyst

Catalyst is a powerful Customer Success Platform designed to generate more revenue through your customers. It guides Sales and Success teams to turn your customers into a primary growth engine by offering insights into retention risk and expansion opportunities.

Features

• Data Integrations: Robust, seamless, real-time bi-directional data integrations for refined insights.
• Customer Revenue Optimization: Allows for upselling and retaining customers precisely through actionable insights.
• Actionable Data: Ensures a unified view of all customer data with automated accuracy checks.

Pros

• Intense focus on driving growth through customer retention and upselling.
• Comprehensive customer journey support from onboarding to adoption to expansion.
• Seamless integration with existing tech stacks for efficient data exchange.
• An easy-to-use interface reduces the time spent on admin work, enabling teams to focus more on customers.

Cons

• Lots of features can be improved, as can the UI that feels clunky and not as optimized as it could be
• The app experiences frequent technical issues, like glitches and bugs

Pricing

Pricing information is not provided directly on the Catalyst website. Users have to reach out to Catalyst directly for more information regarding their pricing options.

User Reviews

• G2: 4.6/5
• Product Hunt: n/a
• Software Advice: 3.5/5

Catalyst is trusted by leading tech companies and has received high ratings on multiple software review platforms like G2. The platform has been praised for increasing visibility and collaboration throughout organizations, for being intuitive and easy to configure, and for its spectacular usability and customization options.

However, even with such happy customers, many customers complain that the reliability just isn’t there, and some even state the app left them unable to access their data at times.

Skilljar

Skilljar is the leading customer training platform aiding companies in accelerating product adoption and increasing customer retention. It combines powerful features with a user-friendly interface to deliver a robust learning experience for customers and help grow your business.

Features

• Integration: The capability for wide-ranging integrations with other systems, ensuring smooth onboarding and customer support.
• Scalable Training Program: Ability to scale your training program efficiently and proactively to educate customers and partners.
• Customer Engagement: Provides consistent, comprehensive, and trackable customer training to increase product adoption and retention rates.

Pros

• Skilljar's strengths lie in assisting businesses to accelerate product adoption and customer retention.
• Integration capability with multiple platforms for seamless user experience.
• It provides a solution for scaling training programs, customer success, and customer engagement.
• Enables monetizing current customer success programs through accessible data for better decision-making.

Cons

• No ability to customize reports
• Can be buggy

Pricing

Pricing information is not available on the Skilljar website. You’ll need to request access to the demo first.

User Reviews and Ratings

• G2: 4.6/5
• Product Hunt: n/a
• Software Advice: 4.6/5

According to the data, Skilljar has won various awards and recognitions in customer training and corporate learning management categories on TrustRadius. The platform is praised by customers for its versatility, its capability to scale, and for the proactive customer success team.

Users have expressed satisfaction with the products, stating that Skilljar has helped in improving their overall user experience significantly.

That said, many complain that the customer support team is not very helpful (not ideal in times of need) and that there are a few feature gaps, such as notifications on overdue training and management reports.

Totango

Totango is a customer success platform that enables businesses to maximize customer potential by preventing churn, increasing revenue, and boosting team efficiency. It is a flexible, scalable solution designed to address customer needs at every stage of the customer's journey.

Features

• SuccessBLOCS: Pre-built customer success programs with embedded best practices.
• Customer Engagement: Boosts customer outcomes with both automated and manual interactions.
• Artificial Intelligence: Employs AI to improve efficiency.

Pros

• Offers pre-built customer success programs (SuccessBLOCs) to help businesses get started quickly.
• Provides excellent integration with many other software tools.
• Delivers a unified health model using all customer data sources for risk management and opportunity identification.

Cons

• By far the biggest complaint is the app not being user-friendly enough, with several convoluted workflows
• Integrations can feel buggy or are simply non-existent

Pricing

• Starter - $2,988 per year
• Enterprise - $18,000 per year
• Premier - Custom pricing available

User Reviews and Ratings

• G2: 4.4/5
• Product Hunt: 5/5
• Software Advice: 4/5

Totango claims to be trusted by the world’s fastest-growing businesses and well-established software giants. Many claim it’s super easy to manage hundreds of clients in one place.

That said, the mobile app is reportedly not very optimized, and the overall interface of both can be very daunting, especially if you’re new to this and not sure what you’re doing.

Gainsight

Gainsight is a robust customer success and product experience software that uses the power of AI to drive growth and deliver exceptional customer journeys. It brings together customer success, communities, education, and adoption technologies under one platform.

Features

• 360 Customer View: Provides a comprehensive view of customers to drive retention and expansion.
• Product Experience: Enhances user adoption through in-app engagements and meaningful product analytics.
• Customer Communities: Creates a single hub for customer self-service anytime, anywhere.
• Gainsight Essentials: A fast and simple way to launch and scale teams to deliver stellar customer experiences.

Pros

• Provides a comprehensive suite of tools for customer success, including customer communities, education, and in-app product experiences.
• Utilizes AI to deliver efficient, personalized customer experiences.
• Enables the creation of a unified hub for customers to enhance engagement and satisfaction.

Cons

• No APIs available, which means no custom integrations
• The workflows feel long-winded and sometimes need too many clicks

Pricing

Gainsight's pricing information is not available on the website. You have to contact them to get a quote.

User Reviews and Ratings

• G2: 4.4/5
• Product Hunt: n/a
• Software Advice: 4.4/5

Gainsight exhibits testimonials from customers on its website stating the productivity and efficiency gains from using its platform, including increased NPS responses and healthier customer relationships.

The main concerns arise regarding a lack of APIs and a rather convoluted workflow (lots of clicks to get where you want).

Custify

Custify is a Customer Success Software designed for SaaS businesses. It aids companies in understanding their customer lifecycle better, identifying upsell opportunities, reducing churn, and enabling businesses to be proactive in managing their customers in real-time.

Features

• Customer 360: Offers an overview of product adoption, customer lifecycles, and usage.
• Automation: Enhances efficiency and automates daily workflows.
• Tasks and Alerts: Facilitates taking concrete actions and enables users to always stay a step ahead.
• Dashboards & Reports: Provides insight into customer metrics.
• Customer Portal: Centralizes customer collaboration and improves transparency.

Pros

• Integration with a broad range of other software tools.
• Provides a whole picture (360-degree view) of customer behavior and interactions.
• Its automation feature allows for efficiency in managing low-touch customer success workflows.
• Helps identify churn risks promptly and offers upsell opportunities.

Cons

• No help section which makes it hard to self-troubleshoot.
• A lack of flexibility when it comes to tracking results, like those of an email campaign.

Pricing

Pricing is only available by custom quote only.

User Reviews

• G2: 4.7/5
• Product Hunt: n/a
• Software Advice: 4.9/5

Custify features user testimonials on its website, highlighting its benefits, such as improved retention, higher customer lifetime value, successful integration with companies' existing CS strategies, and the ability to manage more customers per CSM. That said, there’s not much flexibility when displaying data and dashboards (you get what you’re given), and it all feels a little clunky to some.

SmartKarrot

SmartKarrot is an intelligent customer success software that aims to offer comprehensive solutions for growth, retention, churn management, product adoption, customer onboarding, and more.

Features

• Customer 360: Gives a holistic understanding of all moving customer parts.
• Playbooks: Ensures consistent customer experiences and repeatable success.
• Customer Health Score: Allows custom scoring systems tailored to your organization.
• Automation: Automates actions, alerts, playbooks, and more to save time and improve efficiency.
• SmartKonversations: Provides insight and data from daily customer calls.
• SmartOps: Proactive intelligence derived from your operational data.

Pros

• Offers rich data on customer overall health, behavior, and interaction.
• Automation enhances efficiency across a range of actions.

Cons

• There are plenty of reports that state how slow the platform can be
• The onboarding is notoriously complex

Pricing

• Basic - $6,600 per year
• Every other plan requires you to contact sales

User Reviews

• G2: 4.4/5
• Product Hunt: n/a
• Software Advice: 4.3/5

Based on the provided data, customers seem to appreciate the platform's ability to streamline processes, track workflow efficiently, and provide granular data on customers.

However, the platform can sometimes feel slow, as does the onboarding, which many customers state is long-winded and complex.

Zendesk

Zendesk is a service-first CRM company that prides itself in designing software aimed at enhancing customer service and fostering better customer relationships. It's scalable, easy to use, and offers products with comprehensive features for support, sales, and customer engagement.

Features

• Customer Support: Streamlines all customer interactions in one place.
• Customer Sales: Provides a seamless experience resulting in improved efficiency and profitability.
• Sunshine Platform: Delivers a customizable and flexible platform with open APIs.
• Integrated Apps and Partners: An expansive marketplace with hundreds of integrations.
• Language Support: Supports several languages to cater to a global customer base.
• Furnished with AI and Machine Learning: Automates responses and facilitates better decision-making.

Another outstanding feature is that Zendesk integrates with Fullview.

This integration allows customer success teams to initiate cobrowsing calls and watch session replays directly from Zendesk. This convenience means teams can avoid switching between multiple customer success platforms to manage customer success, thereby increasing efficiency.

Pros

• Provides a unified platform for all customer service needs.
• Integration with Fullview allows for seamless user-support sessions.
• AI-powered tools help anticipate customer needs, automate responses, and drive efficient decision-making.
• Scalable solutions ideal for businesses of all sizes.

Cons

• Some overloaded features can be incredibly slow
• So many features bring the potential for so many bugs
• The helpdesk system isn’t amazing

Pricing

• Suite Team - $45 per month
• Suite Growth - $75 per month
• Suite Professional - $89 per month
• Suite Enterprise - Contact for quote

User Reviews

• G2: 4.3/5
• Product Hunt: 4/5
• Software Advice: 4.4/5

Zendesk is one of the most popular customer success platforms in the world, boasting over 100,000 customers. It’s feature-rich and prides itself as an all-in-one package that covers everything.

That said, there are some rather divisive comments, including a lack of support, the slow interface, and several bugs throughout, which can cause all kinds of problems.

Intercom

Intercom is an AI-driven customer service solution offering modern tools to enhance customer relationships and foster business growth. It provides an integrated platform where all customer chats, support tickets, and data converge, empowering businesses to offer proactive support that reduces costs and boosts customer satisfaction.

Features

• Help Desk: It connects your inbox, tickets, and help center in one central workspace.
• AI Chatbot: Reduces support volume and drives efficiency with automated responses to customer queries.
• Proactive Support: Enhances inbound traffic management and customer satisfaction with timely, automated messages.
• Platform: Allows personalized support at scale on a fully integrated, omnichannel platform.
• Messenger and Omnichannel: Delivers support through the customer's preferred medium, offering flexibility and an optimized customer experience.
• Reporting and Data: Provides insightful reports and access to comprehensive customer and behavioral data.

Additionally, a noteworthy feature of Intercom is its compatibility with Fullview. This seamless integration enables the customer success teams to initiate cobrowsing calls and playback session replays from the same platform, thereby ensuring improved efficiency.

Pros

• Provides an AI-powered workspace that facilitates intelligent automation and enhances productivity.
• Intercom's integration with Fullview, allowing for easier cobrowsing and session replays, adds value to customer success teams seeking to streamline their workflows.
• Proactive support messages can help alleviate support volume and strengthen customer relationships.
• Its omnichannel messenger capabilities can cater to customer preferences, offering an optimized experience.

Cons

• Many essential add-ons are behind a paywall, forcing you to upgrade

Pricing

• Starter - $74 per month
• Pro - Contact Sales
• Premium - Contact Sales

User Reviews

• G2: 4.5/5
• Product Hunt: 4/5
• Software Advice: 4.5/5

Intercom features several testimonials on its website, showcasing the ability of its platform to improve customer service efficiency, proactively manage support volume, and deliver personalized experiences.

Some of the downsides include things like allowing for more customization of data, better customer support, and improving features that feel underdeveloped, such as the inbox having dark mode but the tabs don’t.

Salesforce

Salesforce is a leading name in customer relationship management (CRM) and offers an extensive suite of services aimed at fostering better business relationships. Salesforce's services span sales, service, marketing, analytics, and more, empowering businesses to unite around their customers.

Features

• Sales Cloud: Assists businesses in reducing costs and closing more deals.
• Service Cloud: Helps gain customer trust, delivering efficient service experiences.
• Comprehensive Learning Materials: Offers free paths to learn Salesforce.
• Comprehensive Industry Solutions: Provides tailor-made solutions for various sectors like financial services, health and life sciences, commerce, and distribution.

In addition, Salesforce's integration with Fullview can enable the workflow of customer success teams to become even more streamlined. Through this integration, cobrowsing calls can be launched, and session replays can be monitored right within Salesforce's platform.

Pros

• Offers a broad suite of services to cater to various business requirements and helps you develop one of the best sales journeys
• Incorporates AI to make processes more efficient and informed.
• Integration with Fullview adds value by allowing customer success teams to initiate cobrowsing calls and monitor session replays directly from Salesforce.
• Provides industry-specific solutions to cater to unique needs.

Cons

• This is one of the most expensive solutions on the market
• The learning curve is incredibly steep

Pricing

• Starter - $25 per month per user
• Professional - $80 per month per user
• Enterprise - $165 per month per user
• Unlimited - $330 per month per user

User Reviews

• G2: 4.3/5
• Product Hunt: 4/5
• Software Advice: 4.7/5

Based on the information available, Salesforce has been widely appreciated for its comprehensive CRM solutions, its ability to cater to various sectors, and its dedication to helping employees learn Salesforce through free training paths.

Some of the downsides include the price tag, how slow it can be to onboard, and how long adoption can take, as well as the steep overall learning curve, which could be very resource-consuming for large teams.

Wrapping Up

Customer success management tools, such as SmartKarrot, Zendesk, Intercom, and Salesforce, provide an effective way for businesses to manage customer relationships and interactions better.

These tools offer many features, such as deep data insights, task management, automation, comprehensive customer tracking, AI-driven responses, and more.

Choosing the right customer success management tools will mainly depend on the size and needs of a business, the tool's feature set, and the budget.

As these tools have their subtle differences, businesses must thoroughly research and consider their unique organizational needs when selecting and implementing customer success platforms.

FAQs

What is customer success management?

Customer success management is a business strategy designed to ensure that customers achieve their desired outcomes while using your product or service.

It involves understanding customer needs, nullifying issues, and providing proactive support to help customers get the most value from your solutions.

What are customer success software types?

Customer success software can be classified into various categories based on their functionality:

• Customer Relationship Management (CRM) Software: Helps businesses manage interactions and relationships with customers and prospects.
• Customer Feedback Tools: Collect feedback to understand customer satisfaction and preferences better.
• Customer Onboarding Tools: Guide customers through the process of learning to use a product or service.
• Training and Education Tools: Provide educational resources to help customers understand and utilize a product or service.
• Customer Data Platforms: Collect and unify customer data across multiple sources for better visibility and understanding of customer behaviors and needs.
• Product Usage Analytics Tools: Analyze how customers use a product, thus uncovering possibilities for improvement.

What are the benefits of customer success software?

Customer success software provides multiple benefits:

• Enhanced Customer Relationships: They help companies understand their customers better, thereby fostering stronger relationships.
• Scaling Personal Attention: Through automation features, these tools enable personalization at scale.
• Fostering Customer Loyalty: By providing customers with the assistance and resources they need, customer success software can increase customer satisfaction and loyalty.
• Reduced Churn: By spotting at-risk customers early through data analysis, these tools can help prevent customer turnover.
• Improved Product Development: By gaining insights into how customers use products or services, businesses can refine their offerings to better meet customer needs.

What Other Customer Success Softwares Are There?

Apart from the ones mentioned above, there are several other customer success software available in the market. Some of these include:

• Totango: Offers enterprise customer success solutions that drive predictable, operationalized customer lifecycle management.
• Gainsight: Provides a customer success platform that helps businesses reduce churn, increase upselling, and drive customer success at scale.
• Strikedeck: This customer success software fuels customer growth, reduces churn, and increases customer engagement.
• Planhat: A cloud-based customer success management software designed to reduce customer churn and increase customer lifetime value